Subframe Digital LLC
Refund & Service Level Policy
Last updated: September 4, 2026
Scope
This policy applies to professional services provided by Subframe Digital LLC under a written proposal or statement of work. Complimentary discovery calls are not billed and are not refundable.
Fixed-scope projects
Fees are tied to defined milestones. If we have not started a paid milestone, unused prepaid fees for that milestone may be refunded on written request. Work already delivered or in progress is billed proportionally and is not refundable. Deposits are applied to the first milestone and are refundable only if we cancel before kickoff.
Retainers
Store Care runs month to month: pause or adjust with written notice before the next billing period. Other monthly retainers may be cancelled with thirty (30) days’ written notice. Store Care is scope-based, not hourly: each month's priorities are fixed together and unused scope does not roll over unless agreed in writing. Prepaid unused months after the notice period may be refunded.
Service levels
During an active engagement we typically respond to client messages within one business day. Delivery dates in a statement of work are targets contingent on timely client feedback, access, and assets. Material client delay may shift the schedule without constituting a service failure.
How to request a refund
Email hello@subframe.agency with the invoice number and reason. We will confirm in writing within five business days. Approved refunds are issued to the original payment method.
Contact
Subframe Digital LLC
212 N. 2nd St. Ste 100, Richmond, KY 40475, USA
hello@subframe.agency
Questions: hello@subframe.agency. Back home